United States Contact Centre Software Market Report and Forecast 2024-2032

United States Contact Centre Software Market Outlook

The United States contact centre software market size was approximately USD 9.76 billion in 2023. The market is assessed to grow at a CAGR of 19.9% between 2024 and 2032, reaching a value of USD 52.10 billion by 2032.

Key Takeaways

• AI and automation technologies are increasingly being incorporated into contact centre software, with features such as chatbots and virtual assistants to manage basic queries, along with AI-driven analytics for tailored customer experiences.

• Contact centre software vendors are prioritising security enhancements and compliance with regulations like GDPR and HIPAA to address increasing data privacy and security concerns. This involves implementing data encryption, secure access controls, and conducting regular security audits.

• Contact centre software is being integrated with CRM and ERP systems more frequently, allowing for a unified view of customer interactions and data across the organisation which leads to improved customer service experiences.

With the increasing popularity of contact centre software, various end use sectors in the USA are leveraging these tools to build customer loyalty and product understanding. For instance, the Citi Bank is using AI technology to detect the purpose of each customer’s call and resolve their query. It is also using AI to integrate its net and mobile banking decision engines, so that customers get well-tailored product recommendations that match their interests.

As per the United States contact centre software market analysis, the BFSI segment is expected to increasingly adopt contact centre software solutions to identity fraud and educate people on topics related to technology and finance. With the increase in the number of mergers and acquisitions happening in the finance sector, banks have to use contact centres to guide their customers through their app’s new interface, fix their log-in credentials, and inform them about the bank’s new policies. Contact centres also helps them navigate tools such as digital banking and person-to-person payment so that adoption of self-service channels increases. This directly impacts the profitability of banks, creating improved sales opportunities for them.

The southeast region accounts for a significant United States contact centre software market share due to its low operating business costs, which helps in setting competitive prices for call centre services. Florida, Georgia, and Virginia have a talented pool of candidates that can work at affordable rates, thereby enhancing company’s brand image and profitability. These states also have affordable living costs, hence they are preferred by people and organisations providing customer support services. This trend can also be seen in southwest region in states like Texas and Arizona where hundreds of call centres use contact centre software to manage customer relationships effectively and resolve customer queries and grievances.  

Market Segmentation

United States Contact Centre Software Market Report and Forecast 2024-2032 offers a detailed analysis of the market based on the following segments:

Market Breakup by Component

• Software

• Services

Market Breakup by Software Type

• Intelligent Call Routing

• IVR

• Workforce Management

• Reporting and Analytics

• Security Functions

• Intelligent Virtual Assistant

• Others

Market Breakup by Deployment Mode

• On-Premises

• Cloud

Market Breakup by Enterprise Size

• Small and Medium Enterprises

• Large Enterprise

Market Breakup by Industry Vertical

• BFSI

• Healthcare

• Retail and E-commerce

• Government and Education

• IT and Telecom

• Travel and Hospitality

• Others

Market Breakup by Region

• New England

• Mideast

• Great Lakes

• Plains

• Southeast

• Southwest

• Rocky Mountain

• Far West

Competitive Landscape

The market players are increasingly adopting AI and automation in contact centre software to gain a competitive edge.

• Avaya Holdings Corporation

• ALE International

• Salesforce, Inc.

• Talkdesk, Inc.

• Genesys Cloud Services, Inc.

• Zendesk, Inc.

• 8x8, Inc.

• Five9, Inc.

• Others

Key Highlights of the Report